Automating every level of the company’s multi-level processes comes hand in hand with deciding on a new IT service provider to manage the to-be business processes under a universal ITsuite. Phase two of Interfacing’s work with the Telco giant involves the implementation of to-be processes in order to fully optimize their business processes. In core areas such as billing or sales, these process streams reflect end-to-end customer transactions, making it easier to identify gaps and inconsistencies in the offerings, handling, supporting systems, and overall customer experience across all channels and segments. Each combination of products comes with a different process stream altogether, requiring a process model well beyond the detail of eTOM in order to effectively map all of the possible process touch points. The Telco firm utilized multiple channels for sales, support, and customer service while offering multiple products and product families. In order to effectively organize and communicate the client’s processes using the eTOM framework, the team was faced with the challenge of adapting the existing model to reflect multiple dimensions of business processes. Phase one of the process team’s involvement has consisted of mapping as-is processes. The Method Map As-Is Processes, Implement To-Be Processes
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